Escalation Manager – Interior Projects

Job Title: Escalation Manager – Interior Projects

Department: Operations / Customer Experience
Location: Baner, Pune
Reports To: Head of Operations / Client Servicing Lead
Job Type: Full-Time

Job Summary

We are hiring an experienced Escalation Manager to handle client grievances and project-related escalations in a structured and time-sensitive manner. The ideal candidate will have a background in project coordination or client servicing within the interior design or construction industry and a strong focus on customer satisfaction and operational efficiency.

Key Responsibilities

• Act as the central point of contact for all customer escalations across interior projects.
• Evaluate the nature and urgency of escalations and assign them to the appropriate internal teams.
• Coordinate with design, procurement, project execution, and installation teams to resolve issues.
• Communicate timely updates and resolution plans to clients and senior stakeholders.
• Maintain documentation and logs of escalated issues and their resolution status.
• Conduct root cause analysis and work with relevant departments to implement preventive measures.
• Build trust and retain client confidence by resolving issues with empathy and professionalism.
• Track escalation trends and generate improvement reports for management.

Qualifications & Skills

• Bachelor’s degree in Interior Design, Architecture, Engineering, or Business.
• 4–6 years of experience in client servicing, project coordination, or operations within the interiors or construction field.
• Strong interpersonal and conflict resolution skills.
• Excellent verbal and written communication abilities.
• Ability to handle pressure and multitask across projects.
• Familiarity with project management tools, CRM, or ERP systems is a plus.

Job Type: Full-time

Pay: ₹603,599.72 - ₹2,084,740.08 per year

Work Location: In person